What’s your background and how did you get to where you are now?
I’m a Sri Lankan raised in London and have spent the past 26 years in New Zealand.
I’ve been working in thea customer centric environment for the past 45 years. I started in retail, moved to the Department of Social Security, then banking and finally slid into life insurance 26 years ago.
I believe my work ethic, personal brand, change mindset, thought leadership and constant desire to be and do better has brought me this far. I’ve never stopped learning, pretended I know everything, or been afraid of hard work.
What do you enjoy most about working in Claims?
I live and breathe claims – it runs in my blood. It’s an honour and privilege to be leading a team of unique and resilient individuals, who go above and beyond to do right by our customers when life has been unkind.
Is there a particular claim that has stuck with you through your career?
Although we pay the majority of claims, there are occasions where we can’t. This is a very tough decision to relay to a customer, who believes they’re entitled to a payment because they’ve been paying premiums.
A few years ago I worked on a claim for a woman who was difficult to work with. I had to work hard to build a trusting relationship with her, and although we couldn’t pay the claim in the end, we did support her with negotiated rehab to support her at work.
She wrote the most amazing letter to the CEO. She was disappointed that the claim couldn’t be paid, but said that she felt respected, supported and heard, and that the empathy she was shown during her claim journey made her accept our decision without a fight.
A good customer outcome isn’t always about paying a claim, it’s about building trust, keeping customers informed and demonstrating your commitment to do what’s right for the customer.
What made you excited to join Chubb Life?
I wanted a new challenge and to experience working for a global company, with exciting opportunities to leverage from our overseas counterparts. Chubb Life is currently second in the New Zealand market for new business, so my decision was easy.
What do you like most about working with Advisers?
We both have the same goal, which is to look after our mutual customers.
Do you have any tips for an Adviser supporting a customer through a claim?
Notify us early if you become aware of a possible claim. Help your customer obtain the necessary documentation requirements, as not having these can delay assessment. Stand by us, trust and believe that we’ll do right by your customer.
What’s the best advice you’ve ever received?
Two pieces of advice come to mind: “slow down to speed up” and “always look to do the right thing so you can sleep well at night.”
Can you tell us a bit about your family?
I’ve been married to Chris for 37 years – it’s the best decision I’ve ever made – and we have two adult sons. Apart from one son in Sydney, the rest of my family are based in the UK.
What do you like to get up to outside of work?
I’m a clean freak and an active relaxer. I enjoy travelling, mentoring and (although it does annoy my husband) helping anyone and everyone who asks.